Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.05

4.1 Rating 2,635 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,635 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 54%
Accurate And Undamaged Orders	Greater than 71%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0345 656 1234

Email:

ocado@ocado.com

Location:

3 Bishop Square
Hatfield
AL10 9NE

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Ocado 1 star review on 22nd December 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am in a state of complete disbelief as I contemplate the utterly shambolic approach by Ocado to the current crisis. A crisis of unprecedented proportions it is, yes, but Ocado's handling of it and the treatment meted out to loyal customers has been shockingly bad. To cite just one example: Why do you see fit to string your customers along with false statements? Last night the hopelessly inadequate/misleading 'queue' system (it's not a queue, it's a 'fob off') told me that I should come back today (Sunday) between 8 am and 3 pm to edit my order for this Tuesday. A ray of light I foolishly thought to myself, as I hadn't been able to access the website, despite innumerable attempts, over the past week. And what I am I told when I attempt to access the website this morning at 8 am? That the website is still inaccessible and "if you want to edit an order for later this week, please come back on Monday." Specifics now completely absent and absolutely no sign that I will ever be able to edit my order for Tuesday. I haven't even mentioned the blatant profiteering (where have all the offers gone?) in this time of crisis, the fact the customer services team has gone AWOL (don't expect any response via email or online chat)...”

Helpful Report

Posted 5 years ago

“Absolutely agree with negative reviews. I have had good service for years (12 plus) with Ocado, until the current crises.. No loyalty to regular customers & considering they deal only on line, trying to access & order is now non existent. They do not deserve any future customers appalling service when really needed.”

Helpful Report

Posted 5 years ago

“1 star but would have given them zero. For an online retailer, the service is appalling and they’re profiting by cancelling reserved slots and their online service has been offline for nearly 48 hours!”

Helpful Report

Posted 5 years ago

“While understanding the pressures - we need to have clearer information. We need to know if there is any point returning on another day. Waiting and waiting only to find out there are no slots, or to be timed out is time wasted, if in fact we need to find other sources of basic groceries. What I want is the company to be honest and to create a proper waiting list, which would be fairer surely.”

Helpful Report

Posted 5 years ago

“Been with Ocado for 12 plus years, spending a minimum of £500 a month. Like so many here, not been able to us Ocado for 2 weeks now but they had the cheek to collect money for our smart pass. Last time I looked there was a 2 hour wait for a delivery slot. Much easier to go to the supermarket ( if you can). I emailed Ocado to cancel the smart pass but still no acknowledgment after 3 days. I hope all their new customers will stay loyal as I am taking my business elsewhere. So disappointed.”

Helpful Report

Posted 5 years ago

“Where is the Duty of Care that other on line grocery delivery services fulfil? A friend, like me in her seventies, vulnerable and without a car, was quickly and easily able to make her on line order with Sainsbury’s yesterday morning and was given a delivery slot for today. Sainsbury's had her date of birth and had prioritised her. She is so relieved and grateful. Ocado do not prioritise anyone or anything other than their own greed which has led them to this sorry situation. What is wrong with this Company? It doesn’t bother them in the slightest that the elderly and vulnerable who should be remaining in isolation at home are forced to go outside and mingle with others in order to get food to survive. Who cares? They are going to die soon anyway? Ocado you are a disgrace but you will reap what you sow.”

Helpful Report

Posted 5 years ago

“I had a delivery for 11pm to 11.59pm on the 25.03.2020, the eve of my birthday. I stayed up to 12.45am and nothing arrived from Ocado. Money was taken from paypal for the order of £123 and the order was marked 'delivered'. I am flabbergasted with this. Have emailed Ocado(as no phone customer service) but have not received any explanation so far. Meanwhile Ocado has my money and I have no food delivered by them!!!! Fantastic birthday gift!!!!!!!!!!!”

Helpful Report

Posted 5 years ago

“Never let a crisis go to waste - right Ocado? They should be ashamed of themselves - profiting off exploitation of a national crisis / panic. No communication, apologies or acceptance of responsibility for the terrible way they are treating long term registered and vulnerable customers who have been left in the lurch by them.”

Helpful Report

Posted 5 years ago

“Obviously Ocado doesn’t read their reviews. If they did maybe we, existing and vulnerable customers, would understand why we’ve been denied any service. They have the nerve to issue emails which bear no relationship to the truth and, almost at the same time, rub salt into the wound by announcing they’ve deducted the amount for our smart pass. No service and principles at all.”

Helpful Report

Posted 5 years ago

“I just would like to know who has discovered this pointless virtual queue. Just let us log in and checkout and see that there are no available slots and that's end of the story. We will understand that you have no available slots in just 5-10mins. However waiting for endless virtual queue for hs everyday and not being able to access your website is really pointless and time wasting. I managed to access it after 3 days on constant virtual queue to only find out that there are no available slots. Why???? why do I need to wait that long for that? and plus you are emailing to let us know that you have available slots. Where are those? and why are you causing so much distress to people while you have no slots? the least you can do is to return the smart pass fee to all customers who are going through this distress and paying for nothing. Really disappointing and I have been a loyal customer for Ocado for a while now.”

Helpful Report

Posted 5 years ago

“What was the point of queuing up for hours online to attempt to book a slot, when your site would only show the next 3 days? Sorry, but for loyal customers, key workers, and the vulnerable, shoddy!”

Helpful Report

Posted 5 years ago

“What happened to loyalty to your customers? Have had a weekly delivery for years because I’m a carer and have a disabled person in the house, and now that I need it more than ever I can’t get one for love or money!”

Helpful Report

Posted 5 years ago

“Been a smart pass member with a regular reserved slot for years. Whoever is making decisions about online services at the moment (CEO has ultimate responsibility) for it's regular customers seems either incompetent or has decided to put greedy profits ahead of ethical standards. Why have reserved slots which customers have been paying for for many years being taken by new customers? Many regular customers have decided to pay for this service prior to current situation because they need to plan ahead on a regular basis regardless - not just when there is a national crisis. Why take on new customers, when it is clear that you are not coping with long time existing ones. Aren't there any regulations which stop this kind of thing happening in the UK? Absolutely appalled.”

Helpful Report

Posted 5 years ago

“I wait hours to edit an order. Then when I get down to a couple of minutes, they put me on another couple of hours. I tried for 3 hours ŷesterday before I gave up. I’m severely disabled, confined to a wheelchair and rely on Ocado. But I feel really let down.”

Helpful Report

Posted 5 years ago

“I understand from the reviews that our Ocado reserved slots have been taken away from us. We have been listed as 'vulnerable' and my husband is on the list of people who need extra help because of a terminal illness. If I go out shopping I could bring the virus in and basically kill my husband. I am disappointed, sickened and let down. I'm also very sick of the stupid and worthless emails that we are getting. We need help and support, which Ocado promise to give, and now they take away the lifeline of our reserved slot. We just don't know what to do or how to cope. Why haven't Ocado been honest about this? When I challenged them on it earlier they stopped speaking to me (via email). After 10 years with them, and what was outstanding service, they have wrecked their reputation by being evasive and by refusing to answer questions. Absolutely shattered by all this, where do we go now?”

Helpful Report

Posted 5 years ago

“Failing to honour reserved slots that customers have been using for year, impossible to speak to and when they do reply you receive a generic answer that explains nothing (And makes no sense). People have paid for smart passes but are now receiving no service. Used to be a 5 star company but have now become a shadow of their former selves.”

Helpful Report

Posted 5 years ago

“I have had for years a reserved slot with Ocado. When I came to update my order this week I found they have taken it off me without any notification. I can now not get a slot. When I complained I was told it was ‘to allow as many people to shop.’ Ocado you are a disgrace to loyal customers!”

Helpful Report

Posted 5 years ago

“Woke up early this morning and entered the virtual queue. After an hour I was asked to login. After logging in, I entered another virtual queue so that I could gain access the website. Another hour slips by and with”

Helpful Report

Posted 5 years ago

“So disappointed. Have been a customer for over 9 years and hold an Ocado Reserved slot. I was in a queue for over 2 hours only to find that my order has been cancelled as there are 4 items unavailable which is ridiculous as by order still totals over £90. I readded everything to my trolley but was not allowed to check it out as there were no delivery slots despite the fact that I have one reserved. I am nearly 70 and have underlying health conditions so can't go out. Unless you can get your act together quickly Ocado then you will be losing another loyal customer.”

Helpful Report

Posted 5 years ago

“Complete Disgrace of a Company I have just spent 1 hour on this site ordering my family shopping, only to find when I get to the very end that there are no delivery slots. The joke about this is that I was also waiting in their queue for 1 hour waiting to join the site so that I could do my shop. 2 hours wasted in total. Me and my family are currently in self quarantine and have not bulk bought in anyway and low on everything. This site gives people false hope. Never again, complete disgrace of a company. We cannot get our food from anywhere but wouldn't waste a penny on this site. DON'T ALLOW PEOPLE TO SHOP ON YOUR SITE IF YOU CANNOT DELIVER.”

Helpful Report

Posted 5 years ago

Ocado is rated 4.1 based on 2,635 reviews